Tufts Health Plan of Waltham, USA, serves more than 1 million covered lives and has gained a reputation as a top level communicator with providers and employers. To measure its impact on customers Tufts created a customer information system to track how much its disease management programmes had benefited employer clients in terms of reduced health care utilisation and health insurance costs. The system was used to support case management, research and marketing; to coordinate provider case mana...

BPIR Categories

4.1.1 Identify market segments & target customers
10.2.1 Establish info/knowledge management systems
1.1.1 Customer performance/satisfaction measurement

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